I just want to reassure you all that our engineering teams are currently looking into this issue as a priority. Sorry for the inconvenience it causes.

To help find the cause of the issue, they've asked for your Samknows downstream data graph and Netflix graph for the period of 1 October 2018 to 31 December 2018. Please post it here so they can see it straight away. (We're aware it's not just Netflix related, but they have more information which is helping us narrow down the issue).

"Getting close to fixing it"..... I was just about to leave and change providers! Maybe I'll stay for another week or two and see how they fair at "fixing it". Amazingly on Sunday I was told there were NO ISSUES.

I just want to reassure you all that our engineering teams are currently looking into this issue as a priority. Sorry for the inconvenience it causes.

To help find the cause of the issue, they've asked for your Samknows downstream data graph and Netflix graph for the period of 1 October 2018 to 31 December 2018. Please post it here so they can see it straight away. (We're aware it's not just Netflix related, but they have more information which is helping us narrow down the issue).

Thanks,

Phil

Don't disappoint us Phil ... There has been no light at the end of tunnel lately for folks here

I've just spoken to somebody called John over the phone, pretty chill guy (Also getting the SAME problem as us, lol)

Then he passed me over to this so-called specialist technical support team..

She told me to do a speed test, got 13 Down on London server. She then told me to change servers, got 55 Down. Put me on hold for 5 mins, came back and said nothing is wrong with my line, couldn't find any faults at all...

I told her Twitch/Netflix were STILL buffering, and how a VPN fixed the problem. She didn't have a clue on what a VPN was, then got all ##~## at me when I told her about Twitch and the buffering ##~##.

Oh also, if you're doing a speed test on the London server with a VPN you get the full speed, but without a VPN you get hardly anything.

I've just spoken to somebody called John over the phone, pretty chill guy (Also getting the SAME problem as us, lol)

Then he passed me over to this so-called specialist technical support team..

She told me to do a speed test, got 13 Down on London server. She then told me to change servers, got 55 Down. Put me on hold for 5 mins, came back and said nothing is wrong with my line, couldn't find any faults at all...

I told her Twitch/Netflix were STILL buffering, and how a VPN fixed the problem. She didn't have a clue on what a VPN was, then got all ##~## at me when I told her about Twitch and the buffering ##~##.

Oh also, if you're doing a speed test on the London server with a VPN you get the full speed, but without a VPN you get hardly anything.

Just In case this is bull .which i belive it is because there is a thread started at the start of 2018 saying the same things .vodafone are going to investigate the issue with throttling and a year later it's still the same issue . The only real answer is keep the complaint going to Ofcom . And if you got netflixs complain to them as well . The more company moaning at vodafone the better it is for us all

Just to let you guys know, my promised return call this evening also sounded very promising. I had a very apologetic and understanding John Paul on the line and once we performed some necessary checks and tests and eliminated a few things he passed me onto the technical 2nd level team called Derek who also asked me to check a couple of things I had already tried and he also put me on hold whilst he spoke to the next level support team who are directly dealing with this issue whilst I was still on the phone. Both Derek and John Paul told me that they have a master call regarding this problem and the 3rd line team have lots of raised calls and evidence now from users that are suffering this issue. It really does sound like they are looking into this with top priority. Ive been told I can expect a call back from the 2nd line guys on Thursday with an update from the 3rd line team thats actually doing the work on the problem - I will get a call whether its fixed or not... Fingers crossed. They kept saying they are getting lots of reports from lots of users about the problem, are fully aware, contacting people to get as many examples as possible and are trying to resolve it.. Good to hear...

I understand the need of 1st line -- they take the initial brunt of a problem and filter out the fools whilst doing the admin tasks and triaging.

1st line NEED to understand that when a problem exists that they either do not understand [“what is a VPN”] or cannot FIX, they MUST escalate within minutes of this.

2nd line is similar - they have access to a few more tools and hopefully a better understanding of more peculiar problems with additional experience.

I work for a Networking company in the 3rd line department and I know for a fact in my line of work that if a problem comes in, and cannot be fixed by 1st line, in a very short period of time there is a 2nd or 3rd line dude standing 4 feet away with answers to their problems.

The fact that 1st and 2nd line are unaware of these issues WEEKS later – is disappointing and unforgivable.

Should a 1st line employee work for "a job" / "a pay packet" -- then in this line of work, they can get lost unless they WANT to exceed expectations.